Returns & Refunds Policy

Returns Policy

Returns must be requested within 30 days of receiving your order. Items must be unused and in their original packaging. Please note that we currently do not offer free returns. Return shipping costs are the responsibility of the customer.

How does a return work?
Contact us within 30 days of receiving your order by emailing info@eleonordallas.com.

Our customer service team will review your request and, once the issue has been confirmed, will contact you by email with the following options:

  • Receive a replacement of the same item.
  • Receive a different item of similar value.
  • Receive store credit for the value of the item to use toward a future purchase.

Please note that once an order has been placed, it cannot be modified or canceled before delivery. All orders begin processing immediately to help ensure they arrive within the estimated delivery timeframe.

Are returns free?
We currently do not offer free returns. The cost of shipping the item back to our warehouse is the responsibility of the customer.

How long do I have to request a return?
You have 30 days from the date you receive your order to request a return.

My item arrived damaged or defective
We’re sorry this happened. In rare cases, an item may be damaged during shipping or the wrong item may be sent.

In these situations, we will send you a replacement at no additional cost. If the replacement also arrives damaged or defective, we will issue a full refund of the amount paid.

When and how will I receive my refund?
Refunds are normally issued to the original payment method used for your purchase. We typically process refunds within 6–7 business days. Depending on your payment provider, the funds may appear immediately or may take a few additional days to be reflected in your account.

Lost or returned packages
If your package is lost or cannot be delivered due to a shipping or logistics issue, we will send a replacement package as soon as possible.

For any questions, please contact our customer service team at info@eleonordallas.com.